Prepaid card claiming a 4yr old top up is an unpaid debt???

stemcgoo

Hello, I need some advice please?
So, I have a prepaid credit card, a Spree Card. Have had it a number of years and use it infrequently. It’s a Cashback one so basically use it (when I remember) at particular retailers.

Anyway, I’ve just received an email from them (well Spree, not the actual brand of my card which is PS Discounts) saying that back in March 2017 they credited my card with a £200 top up, but failed to receive the money from my bank debit card.
This is not something I can verify. They say their third party (SagePay) who handle the transactions have recently provided this information.
what’s more they’ve actually now barred my card (and as a matter of fact another one I have under a different brand) until they get £200 off me.

As their system limits statements to the last 11 months I cannot verify their information of the top up.  My bank obviously can’t either.
By their own admission surely even if what they say is true, it’s actually their transactor(?) SagePay who have made a mistake here, not me and not my bank.

Where do I stand - any advice on limitations or code of conduct or such is appreciated.

eskbanker

stemcgoo said:

failed to receive the money from my bank debit card.
This is not something I can verify.

[...]

As their system limits statements to the last 11 months I cannot verify their information of the top up.  My bank obviously can’t either.

Surely you and/or your bank can see whether the top-up transaction in question was actually debited from your bank account?  If it was, then provide the evidence to Spree, but if it wasn't then you still owe Spree the money, although after this amount of time they should be flexible about recouping it if doing so in one go would cause hardship, as it's their mistake not to have pursued the matter before now.

PRAISETHESUN

Contact your bank and ask for a replacement statement from March 2017 - they should have this information, even if it is not immediately accessible to you via online banking. I'd probably also consider submitting a SAR to Spree as I'd be very surprised if they only retained 11 months of customer data - how are they hoping to prove you owe them money if they don't have the records?

If the payment is your bank statements then provide that to Spree as evidence that the money was taken.